Technical Support Engineer

Merchantspring; Kuala Lumpur; In loco; MYR 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

MerchantSpring is seeking a Technical Support Engineer in Kuala Lumpur to investigate and resolve issues across frontend, backend, APIs, marketplace integrations, and data pipelines, using logs, queries, and browser DevTools.

This frontline role owns tickets end-to-end, triages by impact, and collaborates with product, QA, and engineering to drive permanent fixes and improve runbooks and help-center content.

Competenze

• Bachelor's degree in Computer Science, Engineering, or a related field
• 3-6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation
• Proficient in SQL and reading AWS CloudWatch logs to diagnose issues
• Experience with REST APIs and Browser DevTools
• Excellent written and verbal communication to explain technical issues clearly
• Ability to triage, prioritize, and stay calm under pressure across multiple concurrent tickets
• Experience using Jira or a similar ticketing/support tool
• Ability to leverage AI coding assistants to boost overall productivity

Mansioni

• Investigate and resolve issues across frontend, backend, APIs, marketplace integrations, and data pipelines
• Reproduce reported problems using application logs, database queries, and Browser DevTools
• Own support tickets end-to-end: reproduce, identify root cause, resolve, or escalate with documentation
• Triage and prioritize incoming tickets by customer impact, value, and urgency
• Act as bridge to engineering: hand off reproducible cases with context and next steps
• Collaborate with product, QA, and engineering to drive permanent fixes
• Maintain and improve internal runbooks, support playbooks, and customer-facing help content
• Write simple scripts and SQL queries to investigate data issues and automate tasks
• Spot patterns in support data and surface product improvement opportunities

Conoscenze

Node.js

TypeScript

React

PostgreSQL

MongoDB

Analytical thinking

SQL

REST APIs

Browser DevTools

Jira

AI coding assistants

B2B SaaS familiarity

E-commerce platforms

Claude

Cursor

AI productivity tools

Formazione

Bachelor's degree in Computer Science or Engineering

Strumenti

Jira

AI tools (Claude/Cursor)

Descrizione del lavoro

MerchantSpring is a SaaS analytics and reporting platform that helps agencies, investors, brands, and vendors track and optimize performance across more than 120 e-commerce and marketplace channels, including Amazon, Walmart, and Shopify. Working at the intersection of software, data, and commerce, the team builds tools that help customers make sense of complex performance signals and act on them with confidence.

We're seeking a Technical Support Engineer with strong analytical and problem-solving skills who enjoys digging through logs, queries, and APIs to understand exactly what is happening and why. In this role, you will handle a wide variety of tickets across from data discrepancies and marketplace integration issues to performance, UI, and reporting questions.

You will sit on the frontline of the platform, helping customers navigate technical issues while contributing to a more reliable and scalable product experience. This is a great opportunity for someone who enjoys deep investigation, diagnosing problems across the full stack, and partnering with our engineering team to drive root-cause fixes into long-term solutions.

• Investigate and resolve customer-reported issues across the platform: frontend, backend, APIs, marketplace integrations, and data pipelines.
• Reproduce reported problems in a controlled environment and identify root causes through application logs, database queries, and Browser DevTools.
• Experience owning support tickets end-to-end: reproducing issues, identifying root cause, resolving independently when possible, and escalating with clear documentation.
• Triage and prioritize incoming tickets based on customer impact, business value, and urgency.
• Act as the bridge to engineering: when escalation is required, hand off reproducible cases with clear context, business impact, and suggested next steps to minimize developer interrupt overhead.
• Collaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues.
• Maintain and improve internal runbooks, support playbooks, and customer-facing help-centre content.
• Write simple scripts and SQL queries to investigate data issues and automate repetitive support tasks.
• Spot patterns in support data and surface product improvement opportunities to the wider team.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 3 - 6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role.
• Experience in Node.js, TypeScript, React, PostgreSQL, and MongoDB (or another database systems).
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation.
• Proficient in SQL and comfortable reading AWS CloudWatch logs to diagnose issues.
• Comfortable working with REST APIs (Postman/cURL) and Browser DevTools (Network and Console tabs).
• Excellent written and verbal communication to explain technical issues clearly to non-technical customers and to engineers.
• Ability to triage, prioritize, and stay calm under pressure across multiple concurrent tickets.
• Experience using Jira or a similar ticketing/support tool.
• Ability to leverage AI coding assistants to boost overall productivity like investigating issues and automating repetitive support tasks.

Nice to Have

• Experience supporting B2B SaaS, analytics, or other data-heavy products.
• Familiarity with e-commerce or marketplace platforms (e.g., Amazon, Shopify, WooCommerce) and concepts such as orders, products, and categories.
• Power user of AI tools like Claude, Cursor, or similar to accelerate investigation and documentation.

• Build our support function from the ground up: you won't inherit a playbook, you'll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale.
• A clear path to own and grow the department. Start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands with you.
• Create impact role at the intersection of product, customers, and engineering. Your work directly shapes product quality and the customer experience.
• Work with a modern tech stack and cloud-native architecture across a global, fast-moving team.
• Grow technically and professionally, own the customer experience end-to-end and have visible influence on the product roadmap.